ITIL™ 4 Specialist: High Velocity IT

1. Understanding high velocity in IT services

• Understand the following terms:
  • Digital organisation.
  • High-velocity IT.
  • Digital transformation.
  • IT transformation.
  • Digital product.
  • Digital technology.
• Understand when a transition to high-velocity IT is desirable and feasible.
• Understand the 5 digital product objectives:
  • Valuable investments: strategic, innovative and effective use of IT.
  • Fast development: rapid creation and delivery of IT services and IT-related products.
  • Resilient operations for IT services and products.
  • Value co-creation through service provider–consumer interactions.
  • Governance, risk and compliance (GRC).

2. Understanding the digital product life cycle through ITIL™ 4

• Understand the relationship between information technology and high-velocity IT:
  • The 4 dimensions of service management.
  • The ITIL™ service value system.
  • The service value chain.
  • The digital product life cycle.

3. Understanding the 7 ITIL™ principles and other concepts

• Understand and apply the following principles and models:
  • Ethics.
  • Safety culture.
  • Lean culture.
  • Toyota Kata.
  • Lean, agility, resilience and continuity.
  • Service-dominant logic.
  • Design thinking.
  • Complexity thinking.
• Understand and apply the following concepts:
  • Helping customers accomplish their activities.
  • Being confident and trustworthy.
  • Continually raising the bar.
  • Accepting ambiguity and uncertainty.
  • Committing to continual learning.

4. Creating value for digital products

• Understand how a service provider ensures investments are well executed.
• Use the following practices to support valuable investments:
  • Portfolio management.
  • Relationship management.
• Understand how a service provider ensures fast development.
• Use the following practices to support fast product development:
  • Architecture management.
  • Business analysis.
  • Deployment management.
  • Service validation and testing.
  • Software development and management.
  • Understand how a service provider ensures resilient operations.
• Use the following practices to establish resilient operations:
  • Availability management.
  • Capacity and performance management.
  • Monitoring and event management.
  • Problem management.
  • Service continuity management.
  • Infrastructure and platform management.
• Understand how a service provider ensures co-created value is achieved.
• Understand the following practices for co-creating value with service consumers:
  • Relationship management.
  • Service design.
  • Service desk.
• Understand the following practices that help providers ensure compliance:
  • Information security management.
  • Risk management.